Middle Support Engineer

N-iX is looking for a talented Middle Support Engineer to join our team!

Our client is one of Europe's fastest-growing mobile companies with 6 million active customers, 1,000 employees worldwide, and operations in five countries. The client is using the mobile virtual network operator business model.

Responsibilities:

• User requests management: fix the data to resolve a problem for specific customers
• Incident management: handling customer complaints, P1,P2,P3. Root Cause analysis
• Problem management (highlight issues which appear often)
• Jira bug/task creation
• System improvements advising
• Hands on Alerting/Monitoring; review and improve existing alerting
• Creating and updating documentation (business flow and how things are working under the hood)
• Cross team (tech/business) communication
• Post-incident analysis (Report preparation, script creation for affected data issue resolving)
• Data quality check (fixing data inconsistency/discrepancy)

Requirements:

• 2+ years of experience working with incidents/customer support
• Strong experience in writing complex SQL queries
• Skills in reading logs, making root cause analysis (AppInsights, Kusto Query Language)
• Good level of written and spoken English

Goals:

• Resolving tickets raised by customers quickly, within maximum 2 business days
• Reducing alerts amount
• Improving service quality by increasing monitoring time
• Speed up issue investigation
• Share information in the team
• Improve daily support activities

Would be a plus:

• MS CRM / MS CRM Web service
• GIT / Azure DevOps
• ITIL
• IIS
• Azure: LogicApps/Functions, Service Fabric, API Apps, AKS, Redis
• Basic scripting or programming skills (e.g., PowerShell, Python, C#) to support troubleshooting, automation, and operational activities